This measure calculates the % of emergency work orders that the facilities maintenance group responds to and alleviates within one day. Emergency work orders are initiated as a result of a department's request to the facility maintenance group. The prompt attention provided to these request is intended to prevent loss or damage to the City's property, restore essential services that have been disrupted, eliminate hazards to personnel and provide access to key facilities. Examples of frequent emergency work orders include natural disasters, building system malfunction, or equipment failure.

Data is calculated based on information stored and processed in the PM Department’s “Work Order System” database. Departments call Facilities Maintenance to request an emergency maintenance work order. To initiate and route the work order, the administrative staff enters the work order data in the system and indicates it's an emergency by populating the emergency dispatched section of the work order. Upon completion of the work order, the Lead Technician provides the Administrative Staff the date the work order was completed. The system calculates the number of days it took to complete/respond to the emergency work order. The first week of each month the Administrative Staff exports the Emergency Work order Report from the system to excel spreadsheets that are saved in Z:\Facilities\Facilities Maintenance\Work Order Reports under the name Emergency Work Orders Completed. The totals included in the start and completed section of the report are used to calculate the % of emergency work orders completed within a day. The Facilities Superintendent reviews the reports.

% of emergency work orders with a response time of one day or less = (Total # of emergency work orders completed within one day / Total # of emergency work orders completed)*100